Refund policy

Refund, Returns, and Order Issues Policy

Last updated: September 14, 2026

Buy Brazil Store ships internationally from Brazil and is committed to providing clear information about purchases, shipping, import requirements, returns, and refunds.

This Policy explains how we handle cancellations, shipping restrictions, damaged or incorrect products, leaks, lost shipments, returns, refused shipments, and refunds.

  • We ship from Brazil to the delivery address provided with your order and arrange transportation to the destination.
  • Under DAP (Delivered at Place) terms, import duties, taxes, customs clearance, and other destination-country charges are the customer's responsibility unless expressly stated otherwise at checkout.
  • Orders may require 2 business days or more for processing, plus the estimated shipping time to the destination. Customs procedures may extend delivery times.
  • Certain products or destinations may be subject to shipping or import restrictions. Please check our page before purchasing.
  • Received a damaged, leaking, incorrect, or missing product? Contact us and provide the requested evidence. We recommend reporting the issue within 7 calendar days after delivery to help us investigate.
  • Tracking says “delivered,” but you did not receive your package? Contact us as soon as possible, preferably within 7 calendar days, so we can open an investigation with the carrier.
  • Returns due to change of mind are handled according to applicable law. For hygiene and safety reasons, opened, used, or unsealed cosmetics generally cannot be returned solely because you changed your mind.
  • If the issue was caused by Buy Brazil Store, we will provide an appropriate solution without charging you additional shipping costs.
  • If a shipment is abandoned or destroyed because import duties were not paid, required documents were not provided, or the customer failed to respond, a refund may not be available.
  • Approved refunds are issued to the original payment method, subject to the conditions of this Policy.
  • We respond to customer service requests within 48 business hours.

This summary is provided for convenience only. In the event of any inconsistency, the full terms of this Policy and any mandatory rights under applicable law will prevail.

1. International Shipping, DAP, and Import Duties

Buy Brazil Store operates under DAP – Delivered at Place (Incoterms® 2020), with the destination being the delivery address provided by the customer when placing the order.

Under this model, Buy Brazil Store:

  • Hires the carrier;
  • Arranges and pays for transportation to the delivery address provided;
  • Prepares the export documentation under its responsibility;
  • Monitors the shipment to its destination.

The customer is responsible for the import clearance process in the destination country, including, where applicable:

  • Import duties and taxes;
  • Local taxes;
  • Customs clearance charges;
  • Personal, tax, or business documentation requested by authorities;
  • Responding to communications from customs authorities or the carrier;
  • Payments required by authorities or service providers involved in the import process.

Unless expressly stated otherwise at checkout, import duties, taxes, and customs-related charges are not included in the price of the products or shipping.

Buy Brazil Store does not determine or control the amounts charged by customs authorities, carriers, or other service providers in the destination country.

2. Processing and Delivery Times

Orders may require 5 business days or more for processing, depending on product availability, order quantity, and other order-specific circumstances.

Once shipped, transit times vary depending on the destination country, shipping service, and logistics conditions.

Customs procedures, inspections, requests for additional documentation, payment of import duties, holidays, force majeure events, or other circumstances beyond Buy Brazil Store's reasonable control may extend delivery times.

Delivery times are estimates and do not constitute a guarantee of customs clearance or delivery on a specific date when circumstances outside Buy Brazil Store's control apply.

3. Product Restrictions, Destinations, and Sanctions

Certain products sold by Buy Brazil Store may be subject to specific transportation, import, or commercialization requirements depending on the destination country.

For example, certain:

  • Hair straightening or hair treatment products;
  • Perfumes;
  • Sprays and aerosols;
  • Alcohol-containing products;
  • Liquids or products classified for special transportation;

may contain ingredients that are restricted or prohibited in certain markets or may require additional documentation, special transportation procedures, or additional charges.

Buy Brazil Store may refuse, limit, or cancel an order containing products that cannot legally be shipped to or imported into the destination country.

If an order is canceled before shipment for this reason, the applicable amounts paid will be refunded in accordance with this Policy and applicable law.

Buy Brazil Store maintains an updated list of shipping and import restrictions by destination:

We recommend reviewing this list before placing an order. If you are unsure whether a particular product can be shipped to your country, please contact us before purchasing.

Buy Brazil Store may also decline or cancel orders involving countries, territories, individuals, or entities where the transaction is prohibited by applicable sanctions, embargoes, or other legal restrictions.

4. Personal, Professional, and Resale Purchases

Buy Brazil Store's regular online store is intended for products purchased for the buyer's own personal or professional use, including, for example, products used by professionals in their own beauty salons.

The regular e-commerce channel is not intended for commercial purchases made for resale or distribution.

Orders that indicate potential resale, quantities inconsistent with personal or professional use, or other commercial purchasing characteristics may be reviewed and referred to our dedicated B2B, wholesale, or distribution team.

Customers interested in resale, distribution, wholesale, or larger commercial orders should contact us through the customer service channels listed at the end of this Policy.

5. Order Cancellations

Cancellation may be requested before the order is collected by the carrier.

After collection, Buy Brazil Store may attempt to stop the shipment or request its return, but cancellation cannot be guaranteed.

Once transportation has begun, shipping charges may be non-refundable because those costs may already have been incurred and paid to the carrier.

Each request will be reviewed according to the status of the order and any mandatory rights provided under applicable law.

6. Incorrect or Incomplete Address

The customer is responsible for providing accurate information required for delivery and import clearance, including:

  • Full name;
  • Street address and number;
  • Apartment, suite, or additional address information, where applicable;
  • City, state, province, or region;
  • Postal or ZIP code;
  • Country;
  • Telephone number;
  • Email address;
  • Tax, identification, or customs information required by the destination country.

If any information needs to be corrected, the customer should contact us as soon as possible.

Once the shipment has been collected, we cannot guarantee that the carrier will be able to change the delivery address.

Additional costs resulting from incorrect or incomplete information provided by the customer may be charged before a new shipment is arranged.

If the issue was caused by Buy Brazil Store, we will provide an appropriate solution without charging the customer additional shipping costs.

7. Damaged, Incorrect, Missing, or Leaking Products

Please inspect the package and products as soon as possible after delivery.

If visible damage is identified at the time of delivery, refusing the shipment is recommended, but not required.

If the issue is discovered after accepting the delivery, it may still be reported to Buy Brazil Store.

To help us open and process a claim with the carrier, we recommend reporting the issue within 7 calendar days after delivery.

When contacting us, please provide, where applicable:

  • Order number;
  • Description of the issue;
  • Photos of the outside of the shipping box;
  • Photos of the shipping label;
  • Photos or videos of the internal packaging;
  • Photos or videos of the affected product;
  • Photos of the product seal;
  • Batch/lot number and expiration date, where applicable.

Buy Brazil Store will be responsible for opening the appropriate claim with the carrier.

If the necessary evidence is not provided, it may be difficult or impossible to complete the investigation.

The recommended 7-day reporting period is intended to facilitate the investigation and does not eliminate any longer period or mandatory rights available under applicable law.

8. Leakage Assessment

Each leakage claim will be reviewed individually, taking into account:

  • Condition of the packaging;
  • Integrity of the product seal;
  • Amount of product lost;
  • Whether the product can still be used normally and safely;
  • Photos and videos provided;
  • Condition of the shipment.

Minor external residue that does not compromise the product seal, materially reduce the product quantity, or affect its normal and safe use may not justify a full refund.

If there is significant product loss, compromised packaging, or the product cannot be used safely, Buy Brazil Store will determine the appropriate solution.

9. Available Solutions

After reviewing the circumstances of the claim, the solution may include, as applicable:

  • Product replacement;
  • Reshipment;
  • Partial refund;
  • Full refund;
  • Store credit;
  • Discount coupon, when accepted by the customer.

The appropriate solution will be determined based on the nature of the issue, the evidence provided, the shipment status, and applicable law.

The same basic assessment criteria will be applied regardless of the customer's previous purchase history or order volume.

10. Lost Shipments or Packages Marked as Delivered

If a shipment is suspected to be lost, Buy Brazil Store will open an investigation with the carrier.

If tracking shows the package as “delivered” but the customer has not received it, please contact us as soon as possible, preferably within 7 calendar days of the delivery status update, so that we can promptly dispute the delivery and open an investigation with the carrier.

The investigation period will depend on the carrier's procedures.

During the investigation, Buy Brazil Store will provide the customer with available updates regarding the claim.

Once the loss or delivery issue has been confirmed, Buy Brazil Store will determine the appropriate solution, which may include reshipment, store credit, or a refund.

The solution offered to the customer will not be determined solely by the amount of any compensation paid to Buy Brazil Store by the carrier.

11. Refused or Undeliverable Shipments

A shipment may be held, returned, abandoned, or destroyed when, among other circumstances:

  • Import duties or taxes are not paid;
  • Required documents are not provided;
  • The customer does not respond to customs authorities or the carrier;
  • The address provided is incorrect or incomplete;
  • Delivery attempts cannot be completed;
  • The customer refuses delivery;
  • Importation of the product is not authorized by the destination country.

Each situation will be reviewed based on the official shipment status provided by the carrier or relevant customs authority.

A returned shipment will not automatically be considered lost.

12. Shipments Returned to Brazil

When a shipment is physically returned to Buy Brazil Store, we will inspect the condition of the returned products.

If the items remain sealed, undamaged, and in suitable condition, the customer may, where applicable, choose between:

  • Reshipment, subject to payment of new shipping charges and other applicable expenses; or
  • A refund for the products, subject to possible deductions for non-recoverable costs.

These costs may include:

  • Original shipping costs;
  • Return shipping costs;
  • Re-importation charges;
  • Customs charges;
  • Storage fees;
  • Carrier administrative fees.

Any applicable deduction will be explained to the customer and will only be applied where permitted by applicable law.

If the return was caused by an error by Buy Brazil Store, these costs will not be charged to the customer.

13. Abandoned or Destroyed Shipments

If a shipment is officially abandoned, destroyed, or cannot be recovered because of:

  • Failure to pay import duties or taxes;
  • Failure to provide required documentation;
  • Failure to respond to the carrier or customs authorities;
  • Unjustified refusal to accept delivery;

a refund may not be available.

This limitation does not apply when the issue was caused by Buy Brazil Store or when a refund is required under applicable law.

14. Change-of-Mind Returns

Requests to return products due to a change of mind will be handled according to the mandatory consumer protection laws applicable to the customer's purchase.

For hygiene and safety reasons, cosmetics that have been opened, used, or have had their seal broken generally cannot be returned solely because the customer changed their mind.

This restriction does not apply where the product is incorrect, damaged, expired, defective, or where the customer is otherwise protected by a mandatory consumer right.

All returns must be authorized in advance by Buy Brazil Store.

Customers must contact us before shipping any product back to Brazil to receive the appropriate return instructions.

15. Refund Processing

Approved refunds will, whenever possible, be issued to the original payment method used for the purchase.

Once approved, Buy Brazil Store will process the refund within 7 business days.

After Buy Brazil Store processes the refund, banks, card issuers, and payment platforms may require additional time before the funds appear in the customer's account.

Buy Brazil Store does not control this additional processing time, exchange-rate fluctuations, or fees charged directly by the customer's bank, card issuer, or payment provider.

16. Product Results

Results from cosmetic products may vary depending on factors including:

  • Hair type and condition;
  • Previous chemical treatments;
  • Application method;
  • Amount of product used;
  • Compatibility with other products;
  • Other individual factors.

A result that differs from the customer's expectations does not, by itself, constitute a product defect.

This provision does not limit claims involving incorrect, expired, damaged, non-authentic, or confirmed defective products.

17. Mandatory Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or limit consumer rights that cannot legally be waived.

If any provision of this Policy conflicts with a mandatory law applicable to the customer or transaction, the applicable mandatory law will prevail with respect to that specific matter.

18. Customer Service

To report an issue, request a cancellation or return, ask for an order review, or obtain information about resale, distribution, wholesale, or large-volume purchases, please contact Buy Brazil Store:

Email: hello@buybrazilstore.com
WhatsApp: +1 555-941-3023
Website: www.buybrazilstore.com